HotelPracticalEnglishScene8Wake-upCallServiceHotelPracticalEnglishScene81TeachingProceduresExercises

4Text3HotelPracticalEnglish2CaseStudy5HomeReading6FreeTalk1TeachingProceduresExercises42Ⅰ.FreeTalk1.Whatiftheguestdoesn’tanswerthewake-upcall?2.Whatweretheconsequencestotheguestswhohadoversleptasaresultofthehotelforgettingtogivethemawake-upcall?Givegoodreasonstosupportyouropinion,please.Ⅰ.FreeTalk1.Whatifthegue3Ⅱ.HotelPracticalEnglishDialogue1PleaseGiveMeaWake-upCall(A:GuestB:Receptionist)A:Hello,I’vegottogetupearlytomorrow,sopleasegivemeawake-upcall.B:Ofcourse.MayIknowyourroomnumber,sir?A:Room1122.B:Andyourname,sir?A:AlexanderBell.B:Mr.Bell,wecangiveyouacallanytimeyoulike.A:Actually,Ineedtwocalls,oneat6AMandtheotherat6:10AM.B:Yourwishisourcommand.Expectacallat6AM,andanotheroneat6:10AM.A:Waitaminute!Idon’tlike6:10.Changeitto6:35.B:Thesecondcallisnowchangedto6:35.Shallwecallthesameroom?A:Yes,oneisformywifeandtheotherisforme.B:OK,sir.Isthereanythingelsewecanhelpyouwith?A:NothingthatIcanthinkofrightnow.Ifsomethingcomesup,I’llcallyou.B:We’rehereallnightlongifyouneedanything.A:Thankyouverymuch.B:Notatall.Ⅱ.HotelPracticalEnglishDial4Ⅱ.HotelPracticalEnglishDialogue2I’maHeavySleeper(A:ReceptionistB:Guest)A:FrontDesk,mayIhelpyou?B:ThisisJohnnyMarcoinroom369.Couldyougivemeawake-upcallat5:00o’clocktomorrowmorningplease?A:Certainly,sir.B:ThereisonethingImusttellyou.I’maheavysleeper.A:Isee.I’llcallyoueveryfewminutesuntilyouanswerthephone.B:Incasethereisnoanswer,canyouknockatthedoor?A:I’mverysorry,sir.I’mafraidIcan’tdothat.B:Why?A:Becauseit’ssoearly.Thenoisemaywakeuptheotherguests.B:I’llmisstheplaneifIcan’twakeupontime.Ⅱ.HotelPracticalEnglishDi5Ⅱ.HotelPracticalEnglishA:Don’tworry,sir.Doyoumindmycomingintoyourroomtowakeyouup?B:Certainlynot.It’sagoodidea.Youaresosmart.A:Doyouhavetheextrakeycard?B:Yes,sir.So,we’llcallyouat5:00.Doyouhaveanyotherrequests?A:No,that’saboutitfornow.Thanks.B:Okay,sir.Haveapleasantevening.Ⅱ.HotelPracticalEnglishA:D6

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Wake-upCallService

Wake-upcallsarearequiredguestserviceinhotels.WakinguptheguestisanormalFrontOfficetask.Insomehotels,guestscanusetheComputerAutomaticWake-upSystemandsetthewake-upcalltimebythemselves.Butinmosthotels,FrontDeskclerkswillsetthewake-upcalltimefortheguestrooms.Settingthewake-upcalltimewillcausetheCallAccountingSystemtoringtotheguestphoneatthespecifiedtime.Inmostcases,thesystemcanneverfailtheguests,butthatdoesn’tseemtobethecaseforeveryone.Sometimes,someguestsmaynotwakeupafterthecallbecauseoftirednessordeepsleep.Thefollowingaresometipsforyoutolearnhowtohandlesuchsituations.Iftheguestdidn’tanswerthewake-upcallfromtheroomtheAssistantManagerorthestaffshouldgototheguestroomtowakeuphimimmediately.First,theAssistantManagergoestotheguestroomandstandsoutsideofthedoor.Ringthedoorbellwhilegreettheguestwith“Goodmorning.”Whentheguestopensthedoor,theAssistantManagershouldtellhimthatheiscomingtowakehimup:“Thisisthewakeup-call,sir.”

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Wake-upCallServic7

Ⅲ.Text

IftheAssistantManagerdoesn’treceiveanyresponseafterringingthedoorbellfor3times,heshouldgointotheguestroom.Openthedoorslowlyandgreetatthesametime:“Goodmorning,sir.”Iftheguestisstillsleeping,theAssistantManagershouldstandawayfromthebedandkeepcallingtheguest.“Goodmorning,sir.”Ifhecouldn’tbewakenupbycallinghimloudly,theAssistantManagershouldshaketheguest’sshoulderorarmslightlytowakehimupandcallingtheguest’snameatthesametime.“Mr.White,pleasewakeup.” Iftheguestroomwasboltedontheinside,therearetwowaysofdealingwiththissituation.Calltheguest’snamewhileringthebellandasktheoperatortokeepcallingtheroomatthesametime.Ifnobodyanswers,askhelpfromtheengineeringdepartmenttoopenthedoor.Theengineerwilltryeverywaytoopenthedoor.Becauseanautomatedwake-upcallisaneasythingtoignore,hotelsshouldletguestsknowinadvancethatifitcomestotheunansweredwake-upcall,anemployeewillbesenttotheguestroomtomakesuresheisOK.Thus,theguestwillnotbefrightenedandhewon’tfeelitisaninvasionofprivacyandanextremeactiontotakeunderthecircumstances.

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8Ⅳ.Exercises

Role-playActivityThefollowingisarole-playactivitytopracticewake-upcallservice.Dividetheclassintotwogroups:housemaidsandhotelguests.Andthenhavethestudentsworkinpairs.Thefollowingisaconversationjustasasample.Thestudentscancreateconversationsastheylike.A:Goodafternoon,madam.HowmayIhelpyou?B:ThisismyfirstvisittoChina.Iwonderifyouprovidewake-upcalls.A:Thewake-upcallisoneofthemosttaken-for-grantedamenitiesinourhotel.B:Great.Imustgetupearliertomorrow.AndcanIgetawake-upcallfor6:30AM?A:Sure.Noproblem,madam.MayIhaveyourroomnumber?B:Yes.Room1732.A:Mrs.Green?Isthatright?B:Yes.That’sright.A:We’llcallyouat6:30tomorrowmorning,Mrs.Green.B:DoIneedtoconfirmthiswake-upcall?Ⅳ.ExercisesRole-play9Ⅳ.Exercises

A:No,unlessyouwanttochangeitorcancelit.B:Isee.A:CanIhelpyouwithanythingelse?B:Notjustnow,butifIdothinkofsomethinglater,I’llgiveyouaring.A:Okay,madam.Enjoyyourstay.Ⅳ.ExercisesA:No,unlessyo10Ⅴ.CaseStudyAnEarlyMorningCallAguest(G)needsanearlymorningcall.Sheiscallingthereceptionist(R)toorderawake-upcallonthephonenow.

G:Goodevening.ThisisAliceMacDonaldinRoom868.R:Goodevening,MissMacDonald.WhatcanIdoforyou?G:I’mgoingtoChengdeCityearlytomorrowmorning.SoIneedawake-upcall.R:Notaproblem.Whattimeshallwecallyou?G:Well,I’mnotreallysure.Myfriendpromisedtogettheticketforme,buthismobilephoneisswitchedoff.DoyouknowwhenthetrainleavesfromBeijingtoChengde?R:Justamoment,please.Letmecheckitforyou.Ah,at7:05AM.G:Thankyou.Ithinkyou’dbettermakethecallat5:00.R:OK,MissMacDonald.G:Excuseme.Mycellphoneisringing.Myfriendiscalling.Pleaseholdtheline.Doyoumindmyansweringthephone?

R:Ofcoursenot,MissMacDonald.Ⅴ.CaseStudyAnEarlyMorning11Ⅴ.CaseStudyG:Hello?R:Hello,MissMacDonald.G:Myfriendwillpickmeuptomorrowmorningandhesaid5:00istooearly.SoIwanttochangeitto5:45.R:Noproblem.Anythingelse,MissMacDonald?A:Notatthemoment,thankyou.B:Letmeknowifyoudoneedanything.Sleepwell.Ⅴ.CaseStudyG:Hello?12Ⅴ.CaseStudyReadtheaboveconversationandcompletetheoutline.Youshouldwriteyouranswersinnomorethanthreewords.AliceMacDonaldwouldliketorequest1,butshedoesn’tknowthetimeatfirst.Alice’sfriendwillgiveher2toChengdeCity.Aliceleftawake-upcallat5:00,butherfriendsaidit’s3.Soshe4to5:45.Alice’sfriend5totherailwaystation.Ⅴ.CaseStudyReadtheaboveco13

Ⅵ.HomeReading

SayGood-byetoBoringWake-upCallsWithcustomizedwake-upannouncementsguestswon’theartheboring“goodmorning,thisisyourwake-upcall”greeting.Insteadyoucanusethisopportunitytoprovidethelocalweatherforecast,informationabouteventsorservices,promoterestaurantspecialsorthankthemforchoosingyourhotel.Eventhemostdiscerningguestwouldratherhearthefollowingthananannoyingalarmclock,“Goodmorning,thisisyour8:10wake-upcall.Theweatheriswarmwithatemperatureof23degree.Pleasejoinusforafreecontinentalbreakfastinourlobby.”Acustomizedwake-upannouncementprovidesavaluable,reliableautomatedservicetoguestsatafractionofthecostofusinga“l(fā)ive”operator,anditmakesapositiveimpressiononguestsbecauseitdoesn'tfrustratethemlikemostmonotonousandgenericautomatedcalls.Acustomizedwake-upannouncementenhancestheexperienceofstayingatyourhotel,makingguestscomfortableandthereforemorelikelytocomebackagain.Customizedwake-upannouncementscanpromotehotelservicessuchasyourrestaurant,drycleaningorshuttleservices.Theyareagreatwaytotelltheguestaboutallthethingsyourhoteloffers,deliverbettercustomerserviceandincreaserevenuesforyourcompany.

Ⅵ.HomeReading

SayGood-by14

Ⅵ.HomeReading

Decidewhetherthestatementsaretrue(T)orfalse(F)afterreadingthepassageabove.1.“Goodmorning,thisisyourwake-upcall”isregardedastheboringwake-upcall.（）2.Guestscanhearthelocalweatherforecastinthecustomizedwake-upannouncements.（）3.Themostdiscerningguesthatesthecustomizedwake-upannouncements.（）4.“Live”operatorsarenotreliable.（）5.Customizedwake-upannouncementscanmakemoreprofitsforhotels.（）

Ⅵ.HomeReading

Decid15Thankyou!

Thankyou!

16HotelPracticalEnglishScene8Wake-upCallServiceHotelPracticalEnglishScene817TeachingProceduresExercises

4Text3HotelPracticalEnglish2CaseStudy5HomeReading6FreeTalk1TeachingProceduresExercises418Ⅰ.FreeTalk1.Whatiftheguestdoesn’tanswerthewake-upcall?2.Whatweretheconsequencestotheguestswhohadoversleptasaresultofthehotelforgettingtogivethemawake-upcall?Givegoodreasonstosupportyouropinion,please.Ⅰ.FreeTalk1.Whatifthegue19Ⅱ.HotelPracticalEnglishDialogue1PleaseGiveMeaWake-upCall(A:GuestB:Receptionist)A:Hello,I’vegottogetupearlytomorrow,sopleasegivemeawake-upcall.B:Ofcourse.MayIknowyourroomnumber,sir?A:Room1122.B:Andyourname,sir?A:AlexanderBell.B:Mr.Bell,wecangiveyouacallanytimeyoulike.A:Actually,Ineedtwocalls,oneat6AMandtheotherat6:10AM.B:Yourwishisourcommand.Expectacallat6AM,andanotheroneat6:10AM.A:Waitaminute!Idon’tlike6:10.Changeitto6:35.B:Thesecondcallisnowchangedto6:35.Shallwecallthesameroom?A:Yes,oneisformywifeandtheotherisforme.B:OK,sir.Isthereanythingelsewecanhelpyouwith?A:NothingthatIcanthinkofrightnow.Ifsomethingcomesup,I’llcallyou.B:We’rehereallnightlongifyouneedanything.A:Thankyouverymuch.B:Notatall.Ⅱ.HotelPracticalEnglishDial20Ⅱ.HotelPracticalEnglishDialogue2I’maHeavySleeper(A:ReceptionistB:Guest)A:FrontDesk,mayIhelpyou?B:ThisisJohnnyMarcoinroom369.Couldyougivemeawake-upcallat5:00o’clocktomorrowmorningplease?A:Certainly,sir.B:ThereisonethingImusttellyou.I’maheavysleeper.A:Isee.I’llcallyoueveryfewminutesuntilyouanswerthephone.B:Incasethereisnoanswer,canyouknockatthedoor?A:I’mverysorry,sir.I’mafraidIcan’tdothat.B:Why?A:Becauseit’ssoearly.Thenoisemaywakeuptheotherguests.B:I’llmisstheplaneifIcan’twakeupontime.Ⅱ.HotelPracticalEnglishDi21Ⅱ.HotelPracticalEnglishA:Don’tworry,sir.Doyoumindmycomingintoyourroomtowakeyouup?B:Certainlynot.It’sagoodidea.Youaresosmart.A:Doyouhavetheextrakeycard?B:Yes,sir.So,we’llcallyouat5:00.Doyouhaveanyotherrequests?A:No,that’saboutitfornow.Thanks.B:Okay,sir.Haveapleasantevening.Ⅱ.HotelPracticalEnglishA:D22

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Wake-upCallService

Wake-upcallsarearequiredguestserviceinhotels.WakinguptheguestisanormalFrontOfficetask.Insomehotels,guestscanusetheComputerAutomaticWake-upSystemandsetthewake-upcalltimebythemselves.Butinmosthotels,FrontDeskclerkswillsetthewake-upcalltimefortheguestrooms.Settingthewake-upcalltimewillcausetheCallAccountingSystemtoringtotheguestphoneatthespecifiedtime.Inmostcases,thesystemcanneverfailtheguests,butthatdoesn’tseemtobethecaseforeveryone.Sometimes,someguestsmaynotwakeupafterthecallbecauseoftirednessordeepsleep.Thefollowingaresometipsforyoutolearnhowtohandlesuchsituations.Iftheguestdidn’tanswerthewake-upcallfromtheroomtheAssistantManagerorthestaffshouldgototheguestroomtowakeuphimimmediately.First,theAssistantManagergoestotheguestroomandstandsoutsideofthedoor.Ringthedoorbellwhilegreettheguestwith“Goodmorning.”Whentheguestopensthedoor,theAssistantManagershouldtellhimthatheiscomingtowakehimup:“Thisisthewakeup-call,sir.”

Ⅲ.Text

Wake-upCallServic23

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IftheAssistantManagerdoesn’treceiveanyresponseafterringingthedoorbellfor3times,heshouldgointotheguestroom.Openthedoorslowlyandgreetatthesametime:“Goodmorning,sir.”Iftheguestisstillsleeping,theAssistantManagershouldstandawayfromthebedandkeepcallingtheguest.“Goodmorning,sir.”Ifhecouldn’tbewakenupbycallinghimloudly,theAssistantManagershouldshaketheguest’sshoulderorarmslightlytowakehimupandcallingtheguest’snameatthesametime.“Mr.White,pleasewakeup.” Iftheguestroomwasboltedontheinside,therearetwowaysofdealingwiththissituation.Calltheguest’snamewhileringthebellandasktheoperatortokeepcallingtheroomatthesametime.Ifnobodyanswers,askhelpfromtheengineeringdepartmenttoopenthedoor.Theengineerwilltryeverywaytoopenthedoor.Becauseanautomatedwake-upcallisaneasythingtoignore,hotelsshouldletguestsknowinadvancethatifitcomestotheunansweredwake-upcall,anemployeewillbesenttotheguestroomtomakesuresheisOK.Thus,theguestwillnotbefrightenedandhewon’tfeelitisaninvasionofprivacyandanextremeactiontotakeunderthecircumstances.

Ⅲ.Text

24Ⅳ.Exercises

Role-playActivityThefollowingisarole-playactivitytopracticewake-upcallservice.Dividetheclassintotwogroups:housemaidsandhotelguests.Andthenhavethestudentsworkinpairs.Thefollowingisaconversationjustasasample.Thestudentscancreateconversationsastheylike.A:Goodafternoon,madam.HowmayIhelpyou?B:ThisismyfirstvisittoChina.Iwonderifyouprovidewake-upcalls.A:Thewake-upcallisoneofthemosttaken-for-grantedamenitiesinourhotel.B:Great.Imustgetupearliertomorrow.AndcanIgetawake-upcallfor6:30AM?A:Sure.Noproblem,madam.MayIhaveyourroomnumber?B:Yes.Room1732.A:Mrs.Green?Isthatright?B:Yes.That’sright.A:We’llcallyouat6:30tomorrowmorning,Mrs.Green.B:DoIneedtoconfirmthiswake-upcall?Ⅳ.ExercisesRole-play25Ⅳ.Exercises

A:No,unlessyouwanttochangeitorcancelit.B:Isee.A:CanIhelpyouwithanythingelse?B:Notjustnow,butifIdothinkofsomethinglater,I’llgiveyouaring.A:Okay,madam.Enjoyyourstay.Ⅳ.ExercisesA:No,unlessyo26Ⅴ.CaseStudyAnEarlyMorningCallAguest(G)needsanearlymorningcall.Sheiscallingthereceptionist(R)toorderawake-upcallonthephonenow.

G:Goodevening.ThisisAliceMacDonaldinRoom868.R:Goodevening,MissMacDonald.WhatcanIdoforyou?G:I’mgoingtoChengdeCityearlytomorrowmorning.SoIneedawake-upcall.R:Notaproblem.Whattimeshallwecallyou?G:Well,I’mnotreallysure.Myfriendpromisedtogettheticketforme,buthismobilephoneisswitchedoff.DoyouknowwhenthetrainleavesfromBeijingtoChengde?R:Justamoment,please.Letmecheckitforyou.Ah,at7:05AM.G:Thankyou.Ithinkyou’dbettermakethecallat5:00.R:OK,MissMacDonald.G:Excuseme.Mycellphoneisringing.Myfriendiscalling.Pleaseholdtheline.Doyoumindmyansweringthephone?

R:Ofcoursenot,MissMacDonald.Ⅴ.CaseStudyAnEarlyMorning27Ⅴ.CaseStudyG:Hello?R:Hello,MissMacDonald.G:Myfriendwillpickmeuptomorrowmorningandhesaid5:00istooearly.SoIwanttochangeitto5:45.R:Noproblem.Anythingelse,MissMacDonald?A:Notatthemoment,thankyou.B:Letmeknowifyoudoneedanything.Sleepwell.Ⅴ.CaseStudyG:Hello?28Ⅴ.CaseStudyReadtheaboveconversationandcompletetheoutline.Youshouldwriteyouranswersinnomorethanthreewords.AliceMacDonaldwouldliketorequest1,butshedoesn’tknowthetimeatfirst.Alice’sfriendwillgiveher2toChengdeCity.Aliceleftawake-upcallat5:00,butherfriendsaidit’s3.Soshe4to5:45.Alice’sfriend5totherailways